| CRM is a new management mechanism which aims at improving the relationship between organizations and customers. Through building, maintaining and improving the good relationship between the enterprises and customers to develop the faithful customers, and maximize the customer value and profit. At present, the research on CRM mainly focuses on IT new enterprises and financial services, less in the cultural field, especially less in the archives information service field. And about the information service of archives, it is respects such as content, requirement, mode for information service, etc. that academia and practice circle study more one, seldom dissect from the angle'regarding customer as the centre and meeting customer's demand'of CRM idea. This research tries to proceed from this angle, has put forward necessity and feasibility of introducing CRM into the information service field of the archives from two respects of theory and reality, takes national comprehensive archives of Yiyang as an example, analyzes the demand content to file users, demand level, demand characteristic, current situation of the information service of the archives and respect involved to meet information service demands such as the state and file resource construction ,etc., puts forward the problem that this hall exists in information service at present, and then offer the suggestion of using CRM theory to strengthen information service of the archives.This study conclusion:1. The CRM management ideas can effectively utilize to national comprehensive archives in the information service.2. CRM to technological innovation, pay more attention to service innovation. In the unripe technology conditions, serve innovation is still possible.3) file users need to dig, ensure, Strengthen the file resources construction, and broaden service channel, Implement service flow reorganization, improve the service efficiency is introduced, reform the CRM archives information service of the three points. |
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